Jobs and Careers

Senior Director for Client Support

United Statesfull_timeVerifiedPosted 23 Oct 2024

About the role

Job Description

We are FIS. Our technology powers the world’s economy and our teams bring innovation to life. We champion diversity to deliver the best products and solutions for our colleagues, clients and communities. If you’re ready to start learning, growing and making an impact with a career in fintech, we’d like to know: Are you FIS?

About the role:

This is a director level managerial role that directs and controls activities of a broad functional area through multiple departments, business lines and divisions. Manages product support for at least 2 or more FIS product lines and all the sub products associated with the product lines. Provides strategic leadership for technical and non-technical product support teams. Maintains oversight and control of planning, staffing, budgeting, managing expense priorities, and recommending and implementing changes to methods

What you will be doing?

This role consists of 75% Operations and 25% Strategy
Manages operations of teams of representatives that respond to inquiries of a technical or complex nature as relates to FIS software products and/or services through case management.
Develops and monitors application of operating systems including policies and procedures, operating structure, information flow and systems that provide answers to common questions and problems.
Reports new or recurring problems to product management and/or product development departments.
Monitors volume and other metrics e.g. average open ticket age, mean time to resolution, support tier resolution rates. Analyzes results and trends. Ensures volume of work produced meets product/service standards and exceeds quality standards.
Ensures representatives are properly trained when new products are released, or products are upgraded or patched.
Contributes to development of the product support function, including the launch of new products and services as well as integration of mergers and acquisitions.
May develop business strategy and business plan for team/group operations including budget development.
Selects, develops and evaluates personnel to ensure efficient operation of the function.
Effectively manages client escalations related to product support functions.
Leads executive level client and prospective client meetings. May present frequently at client conferences, user groups and industry events.
May build industry relations communicating technologies and operational concerns through industry networking.
Some flexibility of hours is required; Call Center 24x7 environment

What you will need:

10-15+ years of Deep Operational experience in functional support
10+ years of Banking experience in a leadership role.
10+ years of experience as direct response for level 2 end to end ecosystem level support
10+ years of experience in a high- end leadership role, preferably in FINTECH
10+ years of experience as a de facto leader
The ability to influence your team and keep them engaged
Data driven individual with excellent analytic skills
Career based on continuous improvement
Career dominated by key client facing roles, high sense of urgency and the ability to reassure clients
Knowledge of basic IT technologies, i.e., operating systems, network devices, software development and architecture
Working Strong knowledge of workforce management practices and tools, e.g., productivity measures, workforce scheduling scheduling software, quality monitoring software
Excellent decision-making, problem-solving, team building, negotiation, conflict management and time management skills
Excellent communication skills, ability to formulate and shape key messages as well as influence senior stakeholders